EU Data Act – Information on Switching Cloud Services

This information page supplements the EU Data Act Addendum (Cloud) of shopware AG and provides additional information on customers’ rights and shopware’s obligations in connection with switching between data processing services under Chapter VI of Regulation (EU) 2023/2854 (“EU Data Act”). This information applies to cloud services (SaaS and/or PaaS) offered by shopware to the extent that such services qualify as data processing services within the meaning of the EU Data Act.

1. Initiating Switching

Customers may request a switch from the cloud service provided by shopware:

to another provider of a data processing service, or
to the customer’s own ICT infrastructure or that of a third party engaged by the customer.

Such Switching request must be submitted in writing via the ticketing system made available by shopware.

2. Shopware’s support in connection with Switching

Within the scope of its statutory obligations under the EU Data Act, shopware supports the customer in connection with Switching, in particular by:

providing exportable data in a structured, commonly used and machine-readable format,
providing the technical information owed under the EU Data Act that is required for interoperability,
implementing the technically necessary measures for the orderly discontinuation of the cloud component.

Services that go beyond the mandatory support owed under the EU Data Act, in particular broader migration, consulting or customisation services, are only provided upon separate engagement and against separate remuneration.

3. Data categories and exportable data

As a general rule, exportable data include the data processed within the customer instance in connection with the use of the relevant cloud service and which shopware is required to make available under the EU Data Act. This may include, in particular:

product data
categories
customer master data
order data
payment and shipping information
media files
tax and rule configurations
other exportable business data contained in the relevant customer instance

This does not automatically include, in particular, data or information relating exclusively to the internal functioning, monitoring, telemetry, diagnostics or security of the platform (“Internal Functioning Data”), to the extent and for as long as disclosure is not legally required or would conflict with rights or protected interests of shopware or third parties.

4. Export formats

Depending on the relevant data type and technical interface, data are made available in particular through the following formats or mechanisms:

JSON / REST via the Admin API or other available APIs
CSV via the import/export module
native file formats for media files, such as JPEG, PNG or PDF

The format used in a given case depends on the relevant data category and the service concerned.

5. Interfaces and interoperability

shopware provides open interfaces to the extent required under the EU Data Act in order to facilitate the switching process. Access to such interfaces requires the relevant credentials, permissions and technical integrations. Further technical documentation:

Developer Documentation
API Reference / Stoplight
Import / Export Documentation

6. Technical limitations and requirements

The export and transfer of data may be subject to technical limitations, including in particular:

rate limits in SaaS environments
pagination / chunking for large data volumes
timeouts or technical constraints of the hosting environment
the need for mapping, validation or data-cleaning steps in the target system

The actual effort depends in particular on data volume, data structure, customer-specific customisations, media volume and the number of systems involved.

7. Estimated Switching timeline

The duration of Switching depends on the individual case. As a rough indication, and within shopware’s sphere of responsibility, the following ranges may apply:

smaller shops: several days up to approx. 1–2 weeks
medium-sized shops: approx. 2–8 weeks
large or complex setups: several months

Relevant factors include in particular data volume, complexity, custom fields, media size, integrations and any required transformation or cleansing steps.

8. Information on switching to shopware

Where customers wish to switch from another provider to shopware, shopware provides information on available migration and import options as well as on supported data structures and formats. The specific technical feasibility depends on the source system and the quality of the customer’s data. Further information is available in the technical documentation and upon request.

9. Jurisdictions and safeguards under Article 28 EU Data Act

shopware provides information on the jurisdictions applicable to the ICT infrastructure used for the relevant services as well as a general description of the technical, organisational and contractual measures adopted to protect against unlawful international governmental access or unlawful international data transfers. This information is maintained on this page in its current version and updated where necessary.